Customer service has never been more important than today. It's also never been harder. Inflation, supply chain issues, economic uncertainty, labour shortages - all are impacting service more than any other department. For service leaders like you, it gets harder to keep up with high demands and do more with less. At the service summit, we'll get to the heart of service. Join us and discover how you can deliver personalised, connected, real-time experiences that your customers love, at scale.Â
Have you discovered it yet? Your company is at a goldmine. You might stand so close to it you can’t even see how big it is. In KISSING A CACTUS, Frans Reichardt will reveal the hidden powers of listening to the voice of the customer and the voice of the employee. Frans, also known as The Customer Listener, will show you how to transform your brand into a listening brand by taking your listening skills to the next level.
Track 1: Scale Your Service with Automation
Customer service leaders in every industry must do more with less. Learn how to reduce costs by creating connected, personalised experiences that scale with the help of automation and AI — from the contact center to the field.
Track 2: Digitise the Contact Center
Learn how to deliver proactive, personalised service across all channels — phone, self-service, messaging, and chatbots — at scale. Furthermore you will hear how customers use Service Cloud Voice to solve phone cases faster and smarter.
Track 3: Efficient Field Service Operations
Scale your field service operations today. Learn how to drive down costs and supercharge productivity across employees and contractors with automation and AI.
Engage with the most knowledgeable partners from the Salesforce ecosystem and discover how they can help accelerate customer success.
 Service Cloud
Scale service with customer magic. Join our booth and learn more about reducing costs while driving efficiency with solutions for automation, self-service, and digital engagement.
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Salesforce Field Service
Power efficient field service operations. Join our booth and learn how to connect back-end operations with the field to increase productivity and meet customer expectations.
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Service Cloud and MuleSoft Automation
Empower your service agent to focus on engagement - the rest can automate. Join us at the MuleSoft booth to discover more about how MuleSoft Automation can help your team spend less time on tasks - and more time on engagement and valuable conversations.
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Digital HQ for Service
Grow true customer loyalty and bring service teams together in Slack to deliver fast, accurate and personalised customer experiences. Join us at the Slack booth to transform customer experiences, resolve issues faster, and optimise agent experiences.
Join us for the Opening Keynote and get to the heart of service together.
Hear how local trailblazer citizenM is offering seamless experiences that their customers love throughout the entire customer journey.
To end on a high, customer listener Frans Reichardt will put your listening skills to the test. Through his keynote KISSING A CACTUS he will reveal the secrets to listening and how you can transform your brand into a listening brand.
Hear from the most knowledgeable service partners from the Salesforce ecosystem.
Track 1: Create a better customer experience and grow your business with data, AI and automation
Customers' expectations are increasingly higher when it comes to customer service. They demand instant, clear service and follow-up that is tailored to their needs. This mass-personalisation requires data, bringing it together and converting it to empower actions. When done right, the potential is enormous. Gen25 and ‘Retailer of the year’ category winner Beter Bed will share how to use data to reinforce a strong positioning, grow your business and increase customer satisfaction.
Track 2: How voice technology improves the customer and employee experience in the contact center
Customers expect and love a good experience when interacting with your organisation and no longer accept long waiting times before speaking to an agent. They get tired of endlessly repeating themselves and navigating through confusing phone menus. In this session, you will learn how Vonage and Service Cloud Voice can improve the customer and employee experience in the voice channel, and how contact managers and agents can use voice data to improve the customer service quality and experience.
Track 3:Â Future-proof Service Operations - How B2B companies can boost a connected service experience
Like all businesses areas, business-to-business (B2B) is changing. Newcomers in the industry, emerging marketplaces, digital-savvy customers, the world of B2B is constantly shifting. Companies need to be more agile to be able to respond to change. Digital is essential and many organisations are looking to transform their business. The Salesforce Customer 360 platform allows you to synchronise the entire B2B customer lifecycle — from inquiries and orders to payments, inventory, delivery and support — thus, streamlining and optimising service. In this session, Valtech will share insights on how to boost customer and employee experiences as a B2B organisation.
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Take a front-row seat and learn from practical use cases across industries with local trailblazers.
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Track 1: How Picnic scales customer service with smart case routing and incremental agent training
Innovative Dutch retailer, Picnic, knows how to deliver excellent customer experiences throughout the entire customer journey. The organisation trains agents incrementally; optimising productivity via smart case routing where every interaction has a granular classification making customer service processes the backbone of the optimisation in their supply chain processes.
Track 2: How Hunkemöller solves phone cases faster and smarter
Lingerie brand Hunkemöller was in need of a customer service solution that would automate processes and ensure seamless experiences for both customers and service agents. Hear their success story around how they implemented intelligent telephony into Salesforce with Service Cloud Voice while integrating the solution with their loyalty and commerce systems and adding new channels for 12 markets in just 5 months.
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Track 3: How Guidion manages an end-to-end field service experience with self-employed frontline teams
Guidion - one of the leading service providers for the telco Industry in the Netherlands - provides service with a team of more than 1.000 self employed mobile experts. We discuss with them how they stay in control of the entire journey, how self-service drives efficiency and experience and why agility is on of their main success factors.
Discover the latest product innovations and product roadmaps brought to you by Salesforce experts.
Track 1: Scale your service with automation
Learn more about automation solutions for your customers, agents, and processes including Service Cloud Einstein, Self Service and MuleSoft.
Track 2: Digitise the contact center
Learn more about Service Cloud Contact Center solutions with a focus on Service Cloud Voice.
Track 3: The future of field service
Learn more about Salesforce Field Service solutions including Appointment Assistant and Visual Remote Assistant.
Do you want to know the easiest and fastest way to reach Damrak 243? We’re happy to show you the way! The Beurs is easy to reach, both by car and public transport. The metro, trams and the train station (Amsterdam Central Station) are all within five minutes walking distance from the Beurs. The most convenient parking facility is a 13 minute walk - Parking Centrum Oosterdok. We recommend reserving a day ticket in advance.
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